Tag Archives: Customers’ Satisfaction

The Effect of Corporate Social Responsibility on Customers’ Satisfaction of Cellular Communications Companies: A Field Study from the Perspective of the Students of the University Of Jordan (Published)

The study aimed to investigate the effect of corporate social responsibility (CSR) on customers’ satisfaction for cellular communications Companies in Jordan. The study population included customers of telecom operators cellular in Jordan, they are: Zain, Umniah and Mobilcome. A convenience sample has been used which consisted of 600 customers, 404 questionnaires were returned, which represent (67.3.%) of the total sample. The study results indicated that there is a statistically significant effect at the level of (0.05) for the application of Jordanian cellular communications corporate to the dimensions of social responsibility (economic responsibility, legal responsibility, ethical responsibility, charity responsibility) on customers’ satisfaction. There is no statistically significant difference at the level (0.05) on customer’s satisfaction of Jordanian cellular communications corporate when applying the dimensions of social responsibility that are attributable to gender.

Keywords: Corporate Social Responsibility (CSR, Customers’ Satisfaction

Factors Affecting the Service Quality Standards at the International Airports When Viet Nam Integrates TPP: A Study at Tan Son Nhat Airport, Ho Chi Minh City, Vietnam. (Published)

The results this study was to identify and analyze the factors the service quality standards at the Tan Son Nhat International airport according to 39 criteria following the International Association of Aviation standards. Qualitative and quantitative research methods were combined to conduct 575 passengers with 39 observed variables (the International Association of Aviation standards) to determine the factors affecting the service quality standards at the Tan Son Nhat International airport. The study results showed that 05 factor group is influenced (1) Competence, (2) Responsiveness, (3) Access, (4) Tangibles, (5) Reliability. The objects of the findings are as follows: First, to identify the factors that affect the service quality standards at the Tan Son Nhat international airport; Second, to determine the prior order of the impact degree of factors on affecting the service quality standards at the Tan Son Nhat international airport; Third, to propose solutions for service quality at Tan Son Nhat international airport following international standards in the trend of international integration.

Keywords: Competitiveness, Customers’ Satisfaction, Service Quality, Vietnam Airlines

SERVICE QUALITY LEVEL AND THE PERCEPTION OF CUSTOMERS: A STUDY ON NIJHOOM TOURS – A 5* RATED TRAVEL AND TOURISM COMPANY IN BANGLADESH (Published)

The study investigates and measure the service quality level of Nijhoom – through SERVQUAL-model statements that means that we measure customer expectations and customer perceptions and make a comparison between different areas of service given by the organization. (Parasuraman et al, (1990), to do this Five-Point Likert Scale has been used to survey on tourists. The study actually reveals the state of service quality level and the customer perception on this service and whether the service quality level, its standard and customer perceptions are able to increase market share in the industry and be able to make a strong brand image. The current study aims to analyze the performances of The Nijhoom Tours by focusing on the SERVQUAL dimensions. The main purpose of the study is to measure the service quality level of customers and their perceived value of the services given by the Nijhoom Tours. The study also has the objective to find out and analyze the service gaps.as well as on the basis of service gaps and other findings, a comprehensive recommendations will be given. The study found that different service quality and dimensions bound customers to perceive service quality differently and its service quality level is moderate though it is leading company in the country. So the company should analyze the customer expectations first and then it should make a diagram so that the company can give the best services to the customers

Keywords: Competitive Advantage. Customer expectations, Customer perceptions, Customers’ Satisfaction, Public-Private Partnership, SERVQUAL-model., Service Quality Dimension, Sustainable tourism, Tourists Behavioral Patterns

BRANCH BANKING TO VIRTUAL BANKING -UTILIZATION OF DIRECT BANKING CHANNEL IN INDIAN BANKING SECTOR (Published)

The rapid growth of Information Technology (IT) has tremendously changed the way banking is done worldwide. For obtaining service the customers need not to visit Brick and mortars structure of the Bank. All the services of the Bank can be utilized by alternate channels sitting at any location away from Bank. The influence of IT on banking enables the customer to get all major operations/decisions with regard to deposits, withdrawals, and investments by just clicking of a mouse on a computer or at an Automatic Teller Machine (ATM) or mobile. Direct Banking channels or alternate banking channels can be utilized by banks for acquiring, tracking and serving customers through multiple channels. An entire range of services including account opening, fund transfers third party transfers, utility payments can be done through using direct banking channels. This paper will try to evaluate the usage of Direct banking channels for managing CRM of Bank with special reference to the banking sector in India.

Keywords: CRM, Customers’ Satisfaction, Direct Banking channel, Virtual Banking

Researching 4Ps Roles toward Each Other from View of Customers to Achieve Success in Marketing by Domestic Aluminum Producers (Review Completed - Accepted)

In our today competitive world, customers are the main focus of attentions for organizations; and their satisfaction is the main factor of acquiring competitive advantages for the companies. Also to attract customers’ satisfaction and meet the needs of them would not be achieved unless you have the exact recognition of customers’ requirements, expectations, tendencies, abilities and their limits in purchasing products. So by access to such information and using effective factors, making proper decisions, success in marketing and corporation progress will be achievable. To know different dimensions of customers’ tendencies and prioritize the related indicators in a standard frame is the most considerable, which in this study; the mentioned frame is marketing mix (the major variable) and its subdivision. By presenting the primitive model of research, according to the fact that in real world the variables have effect on each other, the first questionnaire is used to find out the quality of variables relations and to finalize the research method by means of DEMATEL method. The next two questionnaires are used to find out the weight of variables in marketing success and access to competitive advantages by means of ANP (analytical network process) and AHP (analytical hierarchy process) methods. Due to the study results, it is proved that the variable of product has the most influence on marketing success.

Keywords: Analytical Network Process (ANP), Customers’ Satisfaction, Marketing Mix, Marketing Success.